Randolph T. Barker

Integrating internal and external customer relationships through relationship management: A strategic response to a changing global environment

Abstract This article examines the underlying rationale behind successful intra- and interfirm relationships. Relationships based on equity and social exchange are developing into major strategic tools. Productive and profitable partnerships can be built by creating trusting, committed, reciprocal relationships. Lasting, fruitful alliances are built and maintained by the employees charged with managing the alliance interfaces. The significance of relationship management is explored by examining the linkages found in the literature on organizational competition in a rapidly changing environment. In a global economy, all system members are interdependent and are customers. Companies are restructuring (i.e., downsizing) to fund only those core competencies that are key to their profitability and long-term survival. Managing relationships with their customers—especially with employees, channel partners, and strategic alliance partners—is critical to the firms long-term success. The article concludes that customer relationship management based on social exchange and equity significantly assists the firm in developing collaborative, cooperative, and profitable long-term relationships.

Toward a Synthesis Model for Crisis Communication in the Public Sector An Initial Investigation

This article explores approaches to crisis communication and the application of those approaches by organizations responding to a disaster. The authors conducted a survey of 107 state government agencies to learn about government efforts in situations requiring crisis communication. Generally, the survey results suggest that although state agencies enjoy a positive relationship with the media, they have little proactive communication with the media, and less than half have a written crisis communication plan. Significant associations were found between the variables under study, including size of the organization, roles in crisis situations, media relationships, and preparation of a crisis communication plan. Case studies and additional evaluations of communication resources are needed to help determine the ability of the public sector to respond effectively to crises. This article considers the needs of state agencies and proposes a conceptual approach that synthesizes a crisis communication process designed for the public sector.

Strategic Application of Storytelling in Organizations Toward Effective Communication in a Diverse World

Internal and external workplace diversity and the technology-induced time constraints of multinational competition make the challenge of improving organizational communication bigger than ever. Narrative paradigm or the “storytelling” theory has been proffered as an effective cross-cultural communication tool, but this article presents the idea that storytelling goes beyond that and fills the diverse communication needs of today’s heterogeneous workforce. It presents a model of storytelling as a complete organizational communication tool, discusses how to effectively apply storytelling in the diverse work environment, and proposes some opportunities for further research.

Assessment of the Listening Styles Inventory Progress in Establishing Reliability and Validity

This article describes the authors’ progress in establishing the validity and reliability of the Listening Styles Inventory (LSI) following their initial report in an earlier study (Barker, Pearce, and Johnson). The LSI provides managers with a self-administered tool for determining their own perceived listening effectiveness. The authors examined the data provided by 359 respondents in diverse managerial groups using factor analysis, Cronbach’s alpha, Spearman’s rank order coefficient, structured interviews, expert observation, the Statistical Analysis System General Linear Model (GLM) procedure (analysis of variance), and a Tukey Student Range (honestly significant difference or HSD) test. The results yielded further evidence of the validity and reliability of the LSI as a self-administered diagnostic listening tool. The authors conclude that the LSI in its present form can serve as a guide for assessing a manager’s perceived listening effectiveness, but further research is needed to refine the instrument and to test other managerial groups.

An Investigation of Perceived Managerial Listening Ability

This study employed a listening effectiveness inventory to measure perceived listening ability among managers who were leaders in a professional management association in the United States and Canada. Analysis of variance results revealed statistically significant differences for training and gender. Those who had taken more than one listening training seminar or course scored higher on the inventory than did those who had had no listening training. Females perceived themselves as better listeners than males did. No statistically significant differences were found for age. On the whole, the inventory developed in this study may provide another dimension to measures of listening effectiveness.

Enhancing the Student Listening Skills and Environment

This article reports the results of an investigation using an interactive approach to teaching listening skills that appears to be ideal for a business communication class. The authors describe their experiences with integrating listen ing activities into the content of an undergraduate organi zational behavior course. The conclusion is drawn that this can be done quite successfully.

A Randomized Cross-over Exploratory Study of the Effect of Visiting Therapy Dogs on College Student Stress Before Final Exams

ABSTRACT This exploratory study investigated the effect of visiting therapy dogs on college-student perceived and physiological stress the week prior to final exams. Students (n = 78) were randomly assigned to order of a therapydog intervention and attention-control condition, each 15 minutes long. Students completed the Perceived Stress Scale (PSS), a stress visual analog scale (SVAS), and provided saliva for measuring nerve growth factor (sNGF) and alpha amylase (sAA), prior to randomization. Saliva samples and SVAS were again collected after each condition. There was no effect of group order on demographics, PSS, or initial SVAS. Repeated measures models were used to analyze the complete data sets of 57 students. There were no significant differences in sAA between or within students completing the intervention and control conditions. sNGF was not subjected to analysis as most levels were undetectable. Significant differences in SVAS scores were found between the intervention and control condition, with large effect sizes. SVAS scores were lower following the intervention, regardless of condition order (intervention first, p = 0.0001, d = 1.87; intervention second, p = 0.0004, d = 1.63). No SVAS differences were found for the control condition. Based on these findings, campus events with visiting therapy dogs represent a costeffective, easily accessible activity to reduce perceived, but not physiological, stress for college students prior to final exams.

The interdisciplinary needs of organizations: Are new employees adequately equipped?

This paper discusses the need for and possible resistance to interdiscplinary education and development in the US business schools today. In‐depth structured interviews were conducted with executives from 12 companies located in the Mid‐Atlantic states of the USA, each of which is included in the Fortune 1000 listing. Interview questions sought input on the appropriateness of recent new hires’ knowledge and skill level to meet organizational demands. Content analysis of interview responses produced five major content themes. These themes indicate that newly hired employees need to possess greater: communication skills in speaking, writing and interpersonal relations; team‐oriented skills; cross‐functional/ interdisciplinary perspective; change receptivity; and intercultural awareness. One approach for meeting these organizational needs and increased interdisciplinary interaction among the faculty is presented.

Interactive Distance Learning: Perspective and Thoughts

Faculty, student, delivery, and university issues associated with distance learn ing as well as implementation and monitoring strategies require special atten tion if optimal benefits are to be produced. Communication faculties can play an important role in the success of this approach. This paper addresses the efforts at one school of business in developing an approach for program deliv ery through interactive distance learning.

Graduate Students as Mentors: An Approach for the Undergraduate Class Project

This article explores the expanded role of mentoring in management education. The study describes and evaluates a suggested course activity that uses graduate MBA students to mentor undergraduate project teams, reviews literature on mentoring, and discusses the role of mentoring in management learning and effectiveness.